We conducted six interviews and three ninety minute contextual inquiries. Each team member conducted background research as well, and the results were used to support the field data we collected.

REPORT FINDINGS:

(You can read the full report here)

1) The various subunits of the surgical department do not interact in an effective manner.

2) There is a lack of consistency in time estimates given to families and delays are common, but the families are not warned that they are possible.

3) Inaccurate mental models of technical systems leads to confusion and duplication of efforts.

4) Nurses and clerks feel the need for support from liaisons.

5) Clerks provide significant psychological support to families, but have no training to help them with this aspect of their jobs.

6) Technical glitches with family pagers prevent them from receiving important messages in a timely manner.

7) Clerks at the front desk deal with many different layers of technological systems.

8) Space and design issues.

REPORT RECOMMENDATIONS:

1) Form a temporary ad hoc committee that includes Pre-Op, OR, and PACU nurses, FWR clerks, and doctors.

2) Design family care cards that include accurate and consistent estimates for wait times for each surgery.

3) Allow Nurses to page family members directly in certain situations and introduce cross-training between subunits.

4) Consider hiring liaisons who would circulate between the family waiting room, the FWR front desk, Pre-Op, and PACU.

5) Provide specific training for FWR clerks on the psychological aspects of their job.

6) Give families detailed information about where and how the pager works.

7) Consider hiring IT Consultants to consolidate various systems.

8) Create a wheelchair accessible consult room and a designated fasting area in the waiting room.